At every one of our customer touch points there were barriers to good service because information was not integrated and easily available. If there is no holistic view, talk times [time taken per call] are longer at the call centers, we can’t provide continuity to guests that stay with multiple brands, we can’t recognize them properly, if they had a bad experience in their last stay we don’t know. With CRM we set out to fix all that.
04.05.11
